Haute école de gestion de Genève

Luxury e-services at the pre- and after-sales stages of the decision making process : watch, car, art and travel blog analysis : Cahier de recherche

Broillet, Alexandra ; Dubosson, Magali

Needs and expectations of customers in pre- and after-sales stages in the e-commerce purchase process in the luxury products sector are not well known and defined. We were interested in discovering the opinions of customers concerning the role of internet in the pre- and after-sales stages of the purchasing process in this industry. As we are just at the beginning of the e-commerce area in the...

Haute école de gestion de Genève

Analyzing web 2.0 Internet users in order to drive innovation in distribution strategy of luxury watches : a netnography analysis : Cahier de recherche

Broillet, Alexandra ; Dubosson, Magali

While luxury watch industry is discussing whether to allow some distributors selling on the WEB 1.0, Internet users are gathering into communities on the WEB 2.0. Watch companies do not really believe in the necessity of being on the Internet in order to meet their customers. On the contrary, we assumed that luxury watches customers are heavy Internet users and are prone to buy over the Net. In...

Haute école de gestion de Genève

A control system designed to address the intangible nature of service risks : Cahier de recherche

Dubosson, Magali ; Fragnière, Emmanuel ; Milliet, Bernard

Due to the intangible nature of services, classical control approaches might not provide the relevant safeguards to enable the service company to reach its objectives. Typically, services results from an experience whose value and quality are complex to measure. Additional difficulties arise when the monitoring of risks is implemented in management information systems. Indeed, assuming that most...

Haute école de gestion de Genève

The consequence of information overload in knowledge based service economies : Cahier de recherche

Debély, Joëlle ; Dubosson, Magali ; Fragnière, Emmanuel

We have conducted a survey research to measure the perception of the Genevese population regarding the problem of information overload. The sample size is 581. Main findings indicate that information overload is a real concern in Geneva and seems to affect the efficiency of companies. Themes like sources and mediums of communications, utility of information, information pollution are...

Haute école de gestion de Genève

The travel agent : delivering more value by becoming an operational risk manager : Cahier de recherche

Debély, Joëlle ; Dubosson, Magali ; Fragnière, Emmanuel

Travelers have to handle with various risks and uncertainties by themselves or they can ask a travel agent to act on their behalf in order to minimize and/or to solve them. We believe that the new nature of the activities that could be offered by the travel agencies would rather be a risk management service than just the retailing of prepackaged services. To address this problem of service...

Haute école de gestion de Genève

The pricing of the knowledge-based services : insight from the environmental sciences : Cahier de recherche

Fragnière, Emmanuel ; Dubosson, Magali ; Debély, Joëlle

Most of the pricing schemes applied in the service sector are devoted to “service commodities" like airplane seats or hotel rooms. These techniques called dynamic pricing exploit the fact that service commodities are sufficiently standardized. Compared to the production of goods, services will typically display a high degree of most of the 4 IHIP dimensions. The intangibility and heterogeneity...

Haute école de gestion de Genève

La gestion publique de l'eau en Suisse : Cahier de recherche

D'Urso, Jennifer ; Dubosson, Magali ; Fragnière, Emmanuel

This report is intended for every person who wish to learn more about the diffferent aspects related to the public management of drinkable water

Haute école de gestion de Genève

L'eau de boisson : aspects logistiques et attitude du consommateur : Cahier de rercherche

D'Urso, Jennifer ; Dubosson, Magali ; Fragnière, Emmanuel

The report is intended to every person who wish to learn more about the logistics of drinkable water. It also presents the results of a survey research about attitudes and behaviors of people consumming bottle waters as well as tap water